Phone not working since 11 March, spent hours trying to resolve

[ArrowOne]

11 March we were switched to digital voice and our copper wire landline no longer works.

On 20 January I contacted TalkTalk via online chat as our Talktalk router was unsuitable for digital voice. I was advised that a replacement router and ATA would be sent to me.

I had subsequent telephone conversations and chats to ask when I would receive the equipment and received promises that I would receive the equipment before our copper wire was switched off on 11 March.

Our copper wire landline service ceased 11 March and we are unable to connect to digital voice because the necessary equipment has not been received.

12 March I spent nearly 3 hours via online chat being passed from one person to another and quite frankly having the most frustrating imaginable conversations with Talktalk staff.

13 March received text message saying "We're really sorry but while we were completing your request to switch to Full Fibre with digital voice  there was a problem that has resulted in your landline being temporarily disconnected"

Today 17 March received a text asking me to contact talktalk.co.uk/techrepairs
I contacted techrepairs but again had a chat which went nowhere.

After this horrible experience with Talktalk which has cost me hours of my time getting nowhere I would recommend anyone look for an alternative supplier.

I am still without a working telephone service for almost a week and no sign of the promised equipment which will allow me to connect to digital voice.

[Chris-TalkTalk]

Hi ArrowOne,

I'm glad to hear that your service is now up and running, apologies for any inconvenience. Please see - About your auto compensation credit - TalkTalk Help & Support - if you have any further queries about compensation can you raise them in the billing section and we'll be happy to help

Chris

[ArrowOne]

The router arrived today and I have successfully turned off wifi and connected to my Mesh network. My landline now appears to be working OK and speeds are comparable to before.
It's just a question of how much compensation Talktalk offer for 10 days without a phone and countless hours on chat and telephone talking to employees who clearly are not capable of providing customer service.

[mikeyar]

Hi Arrowone, you are not alone! When reading this thread I couldn't believe how your experience is a mirror image of mine. I won't go into my problem as I'm supposed to start my own topic (forum rules) but suffice to say I placed the order on Jan 13 and like you was dissed on 11th March. The Hub 2 (Sagemcom 5464) arrived 17th March. The Fibre 150 works fine but digital voice still not enabled but I'm assured they are working on it. So, chin up keep us posted and I will do likewise. Best wishes Mikeyar 

[Chris-TalkTalk]

No problem 🙂

[ArrowOne]

Thank you

[Chris-TalkTalk]

Thanks. I can't see any indication that anything has been sent yet so I've ordered a wifi hub 2, this should be dispatched tonight so you'll hopefully receive it within a couple of working days

Chris

[ArrowOne]

Hi Chris, It's a DG8041W-2.T5

I answered your question on Monday, earlier in this thread.

I'm still without a landline since 11 March despite Talktalk saying they were trying to reconnect my copper wire.

And I have not received digital voice equipment despite being told on 20 January that it would be dispatched!

I hope you appreciate how utterly appalling and incompetent Talktalk customer service appears from my point of view.

[Chris-TalkTalk]

Hi ArrowOne,

I can see that VoIP has been activated now, which router do you currently have?

Chris

[ArrowOne]

Hi Chris,

No I've heard nothing and my copper wire landline has not been reinstated and equipment that will work with digital voice has not been received.

Last Thursday I received a message to say "there was a problem that resulted in your landline number being temporarily disconnected. We're working hard to reconnect your landline number"

We've been without a working telephone since 11 March!

Can anyone answer these questions:

1. When will my copper landline be reinstated?

2. When will I receive the digital voice equipment?

3. When will digital voice be turned on for our property?

I have been notified of complaint number, I'll be certainly looking for substantial compensation for the many hours I have wasted in trying to resolve this and for the loss of our contracted telephone service. 

[Chris-TalkTalk]

Hi ArrowOne,

Have you heard anything further since your last post?

Chris

[ArrowOne]

I received a text message from Talktalk at 09:00 asking me to contact the dedicated support team at talktalk.co.uk/techrepairs. 

That was another complete waste of time!!!!!!!! 

I followed the link at 09:15 which opened a chat with Sanju who suggested he pass me through to the complaints department at 9:29.

Noone from Talktalk joined the chat and at 10:01 I received an automated message to say "we don't want to keep you waiting, so feel free to to carry on with your day and we will message you."

I have not so far received any text message.

[Debbie-TalkTalk]

Hi ArrowOne

I can see from the notes that one of my colleagues is to trying to fix this issue so the router can be dispatched.

Did you contact our team by phone or live chat today?

[ArrowOne]

Hi Chris, It's a DG8041W-2.T5

[KeithFrench]

It's either a Sagemcom FAST 5364 or a Huawei DG8041 then. If you remove the pull up plastic panel at the top of the router, there will be a label behind it to identify which one it is.

[ArrowOne]

The serial number is 2153035991QUKA069117 

I can't see a model number

I attach photo of the router

[Chris-TalkTalk]

Hi ArrowOne,

Which router do you currently have?

Chris

[KeithFrench]

I have asked one of TalkTalk's support to pick your thread up and investigate it for you.

They aim to respond within 48 hours (Monday - Friday) excluding Bank Holidays, but if more urgent you can always try the Service Centre on 0345 172 0088. The posts are responded to in time/date order, oldest first.